Support Consultant Resume

SUMMARY:

An accomplished and competent professional with over 7 years of work experience in customer service & I.T service organizations
Highly motivated, positive, committed and goal - oriented, with a high level of flexibility and resourcefulness
Excellent communication, interpersonal & relationship management skills honed with strong analytical, problem solving & organizational abilities
ITIL® Foundation Certified in IT Service Management

WORK EXPERIENCE:

Confidential

Support Consultant

Responsibilities:

Working in ProEHR as a L2 Support Consultant.
Identifying the issues transferred by the L1 Service Desk, providing a quick and accurate resolution to our clients.
Prioritizing the SFDC cases as per their severity.
Maintaining the given target for closures and maintaining the VOC scores are well.

Confidential

Customer Finance Advisor

Responsibilities:

Confidential

Senior Technical Support Associate

Responsibilities:

Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of resolution.
Identifies, diagnoses, and resolves Level One problems for users of the personal Computer software and hardware, District network, the Internet and new computer technology in Communicates solutions to end-users.
Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.
Working on BMC Remedy tool & MS office applications
Working On Following Skills on Client Side:
Working on Active Directories
Troubleshooting & configuration through Remote Assistance
Configuring Microsoft Outlook remotely.
Recovery of mailbox from outlook.
Software installation
Providing Permanent and Temporary Administrative rights.
Troubleshooting on VPN issues.
Configuration & Troubleshooting of IE.
Performing all above tasks in Citrix & Local Environment.

Confidential

Customer Relations Advisor

Responsibilities:

Confidential

Customer Care Executive

Responsibilities: